Survey

Send Mindful Feedback surveys automatically

Restriction: This functionality is currently in Beta. During this early access period, clients in the Beta program can try out and test this feature, and provide feedback about it. This stage allows Medallia to refine the feature's design before its general availability. Be aware that functionality may change before then.

The Survey section of the Connections page contains an integration with Mindful Feedback. This connection automatically sends Feedback surveys to customers after a callback interaction ends.

image of survey connections

Post call survey

This connection sends SMS or WebSMS surveys from Mindful Feedback after successful callback interactions.

The following Mindful Callback attributes can be mapped onto Mindful Feedback survey attributes:

agent_id
Populate the agent_id core survey attribute.
external_ref
Populate the external_ref core survey attribute. By default, a value of originalId will use the callback identifier and a value of id will use the callback attempt identifier.
call_type
Populate the call_type core survey attribute. By default, a value of callTargetName will populate the name of the associated Call Target in Mindful, and a value of callTargetId will populate the Call Target ID.
metadata

All metadata configured to pass in Mindful webhooks will be passed as custom survey attributes along with several pieces of data available for the callback:

actualCallbackTime, ani, callTargetId, callTargetName, createdAt, estimatedCallbackTime, estimatedFor, endedAt, firstPartyCalled, segmentName, outcome, sourceType, source, type, wasPunctual, punctuality, callbackId, phoneNumber, processedAt

punctualityBand

Populate a custom survey attribute named punctualityBand, which is a discrete value indicating how punctual the callback was. Values can be:

  • - > 30 minutes

  • - 15-30 minutes

  • - 10-15 minutes

  • - 5-10 minutes

  • - 3-5 minutes

  • - 0-3 minutes

  • + 0-3 minutes

  • + 3-5 minutes

  • + 5-10 minutes

  • + 10-15 minutes

  • + 15-30 minutes

  • + > 30 minutes

The following example shows Feedback interaction details containing values passed from Mindful Connections:

image interaction details with attributes from Mindful Connections
Note: Before you begin, you will need a survey configured in Mindful Feedback and an Add interaction webhook URL generated for that survey. To learn how to generate the URL, see Add a survey via webhook.

  1. Click Enable on the "Post Call Survey" tile.

  2. Enter a Client ID and Secret from a Mindful API Application Client (this step may be skipped if you have enabled other connections).

    image of the input fields for client ID and secret

  3. When prompted, enter the required values to configure the survey to be sent.

    example of configuring details of a survey

    • Endpoint — Enter the Add interaction webhook URL for the survey.

    • (Optional) Delay — Enter any desired delay in the format "Now + X Days/Hours/Minutes".

      This value will determine how long the connection will wait after a callback interaction ends before triggering the survey.

    • Survey Type — Enter either sms for two-way messaging or websms to send a link to a web survey via SMS.

After Installation, a Mindful team member will need to provide a webhook URL for the surveys.

Errors

If there are errors at any point in processing, one retry attempt will be made after a delay.